Bad service, No remorse

I reported the passing of my granddad on the 16th of September and was told the documents that are required. i submitted the documents on the 18th of September and called 21st century and they said they received the documents but theres two papers missing on the same evening i sent through the missing documents. then i called on the 19th in the morning and they said all received. I asked when will i receive the money and was told witihin 48hours. On friday the 20th i called again in the afternoon and was told money will reflect in the evening or next morning. on the 23rd of september i called again as i did not recieve the payment and i explained my frustration that i borowwed money from people and i need to pay them back. today is the 25th still money not received.